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GetTimeZone Method

GetTimeZone is used to retrieve the time zone used in the response time calculation.

Usage

This method is used to retrieve the time zone based on the following inputs:

• Entitlement time zone
• Time zone for the service request owner
• Contact time zone

Each of these inputs has an associated time zone. The GetTimeZone method selects the entitlement time zone first, if available. If the entitlement time zone is unavailable, the method selects the service request owner time zone. If neither of these inputs is available, the method selects the contact's time zone. Once the time zone has been retrieved, it is passed to the GetResponseTime method to calculate the response time.

Additional Details

This method can be overwritten to handle other business scenarios.